Introduction
Hope Air is a registered Canadian charity committed to high standards of conduct. We recognize that concerns or complaints may arise about our services, events, or the conduct of the charity or its representatives. Clients and stakeholders have a right to raise concerns and to have them addressed in a timely, fair, and respectful manner. This Policy does not apply to expressions of disagreement with the nature of, or principles underlying, Hope Air’s charitable purpose.
Hope Air’s Commitment
Hope Air will handle complaints fairly and impartially, protect information on a need-to-know basis, and make reasonable efforts to resolve concerns promptly. We will explain the process to the complainant, provide reasonable updates, and communicate the outcome in writing, subject to privacy and confidentiality obligations. Staff members and volunteers are expected to understand this Policy and cooperate with the handling of complaints. Hope Air will not penalize a person for making a complaint in good faith.
Complaint Defined
A complaint is an expression of dissatisfaction about a service, action, or lack of action by Hope Air as an organization or by a staff member or volunteer acting on its behalf. Examples include:
- A perceived failure by Hope Air to do something it agreed to do
- A failure to observe a published Hope Air policy or procedure
- A perceived or actual error by a staff member or volunteer
- Unfair or discourteous actions or statements by a staff member or volunteer
Informal Resolution and Management Review
A concern can often be resolved by speaking with the staff member or volunteer involved. A complainant may instead contact the Chief Development Officer about fundraising, marketing, or communications; the Director of Client Care Operations about medical travel programs and services; or the Chief Executive Officer about the charity’s administration or financial affairs.
If the concern remains unresolved, the complainant may submit a formal written complaint and request review by the Chief Executive Officer. The Chief Executive Officer’s written response concludes the management process for complaints about services, events, fundraising, or the conduct of staff and volunteers, unless the criteria for Board Chair referral below are met. Disagreement with a management decision, including a decision about eligibility for or provision of services, does not by itself qualify a complaint for Board review.
Referral to the Board Chair
A complaint may be submitted directly to the Chair of the Board of Directors only if it:
- Concerns the conduct of the Chief Executive Officer or a member of the Board;
- Alleges serious fraud, misuse of charitable funds, a material breach of law, or other serious misconduct that management cannot reasonably review impartially; or
- Raises a significant governance concern that the Chief Executive Officer has a conflict of interest in addressing.
The Board Chair will decide whether a submission meets these criteria. If it does not, the Chair may refer it to the appropriate member of management for handling under this Policy. If it does, the Chair will arrange an impartial review and determine whether the matter should be brought to the Board or an appropriate Board committee. A director who is the subject of a complaint will not participate in its review. The Chair may take steps to manage any conflict of interest affecting the review.
Submitting a Formal Complaint
Formal complaints should be submitted in writing within a reasonable time of the events so that they can be reviewed effectively. They should provide clear details, including applicable dates, the people involved, and any suggested resolution. Complainants must provide their name and contact information so that Hope Air can follow up.
Complaints to management may be emailed to complaints@hopeair.ca. Complaints meeting the criteria for direct referral to the Board Chair may be emailed to Boardchair@hopeair.ca. Hope Air will acknowledge receipt of a written complaint within two business days.
Procedure for Handling a Formal Complaint
Hope Air will review the complaint, determine the appropriate steps for resolution, and respond within 30 days of receipt. If additional time is needed, Hope Air will advise the complainant of the reason and provide an expected response date. The review will take into account any suggested resolution offered by the complainant.
Possible outcomes include dismissal of the complaint, changes to operational processes or policies, a warning or corrective action concerning staff or volunteers, or other appropriate measures. The complainant will be informed of the outcome in writing, subject to privacy and confidentiality obligations. Personnel details or information about other individuals may not be disclosed.
Any bona fide complaint alleging criminal activity will be referred promptly to the appropriate police authorities.
Original Board approval: April 5, 2023
Committee Review: October 7, 2026
Revised version: October 22, 2026
